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Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up?Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is…

I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment. But then I think about the automatic power windows in my car. Before I had power windows, I could roll down my windows manually, but it took extra effort….

The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it?Many companies are looking to the cloud to get them there. Today, almost one in two contact centres are currently…

When it comes to customer satisfaction, one company stands out from the competition, according to research conducted by DMG Consulting LLC. In the report, NiCE CXone—the #1 cloud customer experience platform globally—received the highest product satisfaction rating from customers, as well as the highest rating for overall vendor satisfaction. This is especially important because the high marks…

Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed properties that…

In the US, the average contact center’s attrition rate is 33 percent, which means that most are replacing and retraining a full third of their staff each year. Imagine that level of turnover in any other context, and the idea is staggering. What if you had to introduce yourself to a new doctor every third time you went to your general practitioner? What if every third day of a kitchen remodel, your general contractor showed up with a new apprentice to train?

With all the hype and promised potential of AI, how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, 2050? The potential…